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    After one year of operation, Philly311 showed some improvements but also faced challenges. Key findings include budget cuts impacted technology and hiring. Call performance improved by end of 2009 but impact on 911 was unclear. Coordination of work orders saw spotty progress. Staff turnover was high at 52.8% for the year. The service had low costs relative to other cities but low awareness and usage among Philadelphians and moderate satisfaction among users.

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    After one year of operation, Philly311 showed some improvements but also faced challenges. Key findings include budget cuts impacted technology and hiring. Call performance improved by end of 2009 but impact on 911 was unclear. Coordination of work orders saw spotty progress. Staff turnover was high at 52.8% for the year. The service had low costs relative to other cities but low awareness and usage among Philadelphians and moderate satisfaction among users.

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    9 views16 pages

    Summary of Pew

    Uploaded by

    tampacarrie
    After one year of operation, Philly311 showed some improvements but also faced challenges. Key findings include budget cuts impacted technology and hiring. Call performance improved by end of 2009 but impact on 911 was unclear. Coordination of work orders saw spotty progress. Staff turnover was high at 52.8% for the year. The service had low costs relative to other cities but low awareness and usage among Philadelphians and moderate satisfaction among users.

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    of 16

    PHILADELPHIA RESEARCH INITIATIVE

    Philly311 After One Year


    March 17, 2010
    Key findings
    By the end of 2009
     Budgets cut for technology and hiring
     Real improvement in call performance by end of 2009
     Impact on 911 hard to discern
     Spotty progress and stumbles on work-order coordination
     Staffing challenges
     No citywide savings, but relatively low cost
     Low awareness and usage among Philadelphians
     Moderate satisfaction among users

    March 17,2010
    2
    Information or Service?

    Calls Callers

    March 17,2010
    3
    March 17,2010
    4
    Abandoned
    311 call rates
    by city

    2009 annual
    averages

    March 17, 2010


    5
    311 requests for service in 2009

    March 17,2010
    6
    Staff turnover for all of 2009 = 52.8%

    1Q09 2Q09 3Q09 4Q09

    March 17,2010
    7
    Per-capita cost
    of 311 call center
    by city

    FY09-10
    by city

    March 17,2010
    8
    March 17,2010
    9
    March 17,2010
    10
    Thomas Ginsberg
    Project Manager
    Philadelphia Research Initiative

    www.pewtrusts.org/philaresearch

    tginsberg@pewtrusts.org

    March 17,2010
    11
    Reference charts

    December 8, 2021
    12
    December 8, 2021
    13
    December 8, 2021
    14
    911 and 311 calls in 2007, 2008 and 2009

    March 17,2010
    15
    On time
    requests
    completed
    or pending
    in calendar
    year 2009

    Overdue
    requests
    pending or
    completed
    in calendar
    year 2009

    Graphic by Phila Inquirer

    March 17,2010
    16

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